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NEW A3W4D3

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English4callcenters .com

on 15 February 2017

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Transcript of NEW A3W4D3

GRAMMAR
REVIEW
Form:
{subject+have/has+past participle}
I have eaten
You have eaten
He
has
eaten
She
has
eaten
It
has
eaten
We have eaten
They have eaten
I have not eaten
You have not eaten
He
has
not eaten
She
has
not eaten
It
has
not eaten
We have not eaten
They have not eaten
Have I eaten?
Have you eaten?
Has
he eaten?
Has
she eaten?
Has
it eaten?
Have we eaten?
Have they eaten?
Positive
Negative
Questions
Contraction: I've eaten. I haven't eaten
Your coach will explain to you the grammar chart. Pay attention.
Present Perfect
GRAMMAR
REVIEW
Your coach will explain to you the grammar chart. Pay attention.
Form:
[Subject+ Have/has + been + present participle]
I have been eating
You have been eating
He has been eating
She has been eating
It has been eating
They have been eating
We have been eating
I have not been eating
You have not been eating
He has not been eating
she has not been eating
It has not been eating
They have not been eating
We have not been eating
Have I been eating?
Have you been eating?
Has he been eating?
Has she been eating?
Has it been eating?
Have they been eating?
Have we been eating?
Positive
Negative
Question
Present Perfect Progressive
BACK THEN, NOW
& AFTER?
?
SITUATION
Describe what happened in your own words.
NAME &
Hear the audio and write down what it says.
Review stars/goal/melody and give your best!
You are advanced, combine tenses and use the
linking words!
FLUENCY
Challenge
60 seconds non-stop
Get in couples, you have one minute to discuss a question for today. get creative, questions that are difficult to you or that you think that you need more vocabulary.

1.
2.
3.
?
Recovery
TIME
Discipline check
S1
S2
COMPETITION
Linking words:
If I remember correctly.
To be more precise.
As a matter of fact.
I am afraid that.
Now seriously.
All joking aside.
Well then.
At the end
Recovery
TIME
GRAMMAR
REVIEW
Form:
{subject+had+past participle}
I had slept
You had slept
He had slept
She had slept
It had slept
We had slept
They had slept
I had not slept
You had not slept
He had not slept
She had not slept
It had not slept
We had not slept
They had not slept
Had I slept?
Had you slept?
Had he slept?
Had she slept?
Had it slept?
Had we slept?
Had they slept?
Positive
Negative
Questions
PAST Perfect
GRAMMAR
REVIEW
Form:
[Subject+ had + been + present participle]
I had been hiring
You had been hiring
He had been hiring
She had been hiring
It had been hiring
They had been hiring
We had been hiring
I had not been hiring
You had not been hiring
He had not been hiring
she had not been hiring
It had not been hiring
They had not been hiring
We had not been hiring
Had I been hiring?
Had you been hiring?
Had he been hiring?
Had she been hiring?
Had it been hiring?
Had they been hiring?
Had we been hiring?
Positive
Negative
Question
Past Perfect Progressive
VOCABULARY
PUSH
GRAMMAR
REVIEW
Let's Practice and review the following tenses. Be ready to give your own examples
GRAMMAR
REVIEW
Form:
{subject+have/has+past participle}
I have driven
You have driven
He
has
driven
She
has
driven
It
has
driven
We have driven
They have driven
I have not driven
You have not driven
He
has
not driven
She
has
not driven
It
has
not driven
We have not driven
They have not driven
Have I driven?
Have you driven?
Has
he driven?
Has
she driven?
Has
it driven?
Have we driven?
Have they driven?
Positive
Negative
Questions
Contraction: I've driven. I haven't driven.
Present Perfect
GRAMMAR
REVIEW
Form:
[Subject+Have/has + been + present participle]
I have been eating
You have been eating
He has been eating
She has been eating
It has been eating
They have been eating
We have been eating
I have not been eating
You have not been eating
He has not been eating
she has not been eating
It has not been eating
They have not been eating
We have not been eating
Have I been eating?
Have you been eating?
Has he been eating?
Has she been eating?
Has it been eating?
Have they been eating?
Have we been eating?
Positive
Negative
Question
Present Perfect Progressive
TEAM
IMPERSONATING
Make groups of three. Choose a part and act it out, be smart, creative and professional!
TEAMS
DEBATE
Make 2 teams, Analyze the
|
Customer Service
TALK
I completely understand your point, let me find the best solution for you.
Get into
the floor
CARD
A) This is your last week at e4cc, now is time to get a job, talk to your coach and ask for last minute tips.

B) You are the coach and one student is asking you for tips, tell him what he needs to improve.

C) You are another coach, and you hear a coach talking to a student but you don't agree with his opinion, get involved and tell the student about his good skills.
A) This is your first day in your new job, and you don't know anyone. Socialize with people!

B) You are talking with your co-worker and a new employee comes to you to talk, be nice or rude.

C) A new employee comes to you to have a conversation, ask him personal questions about his/her life.
Insurance
Claim number
Liability
Authorized parties
Benefit Period
Casualty
Collision
Exclusion
Grace Period
Adjuster
Witness
In your opinion is it necessary to pay for an insurance for your house, your car or even your life? Do you consider paying that money is a good idea or do you prefer saving that money?
1) What is Keith's last name and card number?

2) What are his granddaughter's name and card number?

3) What is the name and last 4 digits of the card 6011 8370 1000 XXXX

4) What is the card number and first name of Mr. Hopkins?

5) What is her name and card number?
Let's practice the following scenarios and get pro in customer service! practice this phrases at home !
Your Life
Change
Mentality &
Discipline
What you Believe is your Reality, One requirement is to have a success mentality which we reach through techniques that successful people have used to accomplish great results.
"Do what you have to do when you have to do it, whether you want or not" Learning English is like going to the gym, If you follow your diet and your coach's feedback you achieve your goals faster.
Mentality:
Discipline:
Improve our student's life quality, by teaching them how to get fluency and confidence in English, Using our powerful system "English with Mentality and discipline" for them to achieve all their goals and dreams in the shortest time possible according to their individual effort.
Mission:
We are the best teaching English worldwide with mentality and discipline, being at the forefront of innovation and technology.
Vision:
INDIVIDUAL
TOPIC
EXPOSITION
Your coach will explain the exposition activity for next week. Advanced 1 week 1 day 1
Choose a Category:
-Entertainment -Countries -Sports - Lifestyle -Technology -Culture -Friends -Politics
-Animals & pets -Hobbies -Coach can add additional Categories.
6- Prepare 3 questions for your classmates to make sure they pay attention.
Instructions:
1 - Choose a topic related to the category and show it to your coach Tomorrow so it can be approved.
5 - You need to talk for 2 minutes and 30 seconds.
4 - Research all the aspects about the topic and bring real statistics and facts.
3 - Prepare Visual Material that you can use as support when explaining your topic.
2 - Once the topic is approved by your coach, hand write an essay at least 2 pages
You must watch this video!
You charged the customer $5 extra dollars by mistake.
What would you do?
Why is it important to stay focus while working?
Useful phrases
We always value customers who are keen to give us their feedback.
Let´s get in couples and practice the following phone call, you have 5 minutes and then change couples. Follow the call flow
Follow the flow
Apologize
Listen to the customer
Offer a solution
Close
A. Agent: You can be
- Comprehensive
- Clever
- Intuitive
B. Customer: You can be
- Serious
- Professional
- Short Tempered
You create the scenario!
This is not for today!
Full transcript